Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
A COMPARATIVE ANALYSIS OF THE SERVICE QUALITY OF
ONLINE SELLING AS PERCEIVED BY THE CONSUMERS
An Undergraduate Thesis
Presented to the Faculty of College
of Business Administration and Accountancy
Pamantasan Ng Cabuyao
City of Cabuyao, Laguna
In Partial Fulfillment
Of the Requirements for the Degree
Bachelor of Science in Business Administration
Major in Marketing Management
By
Esteban, Coleen Mae P.
Fatal, Kimberly Y.
Mariquita, Mark Jan S.
Paz, Kristel Kate P.
Sus, Vincent D.
September 2018
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
Chapter 1
THE PROBLEM AND ITS BACKGROUND
Introduction
The evolution of selling changes the way salespeople, companies and
organizations adapt to their customers' requirements. As the biggest change happened, a
lot more techniques and methods of selling developed further. (Dudoushiy, 2013)
In an era where almost all industries are being influenced by technology, there is a
rapid growth of online selling that has effects on business world. Online selling is a form
of electronic commerce which allows consumers to directly buy goods or services from a
seller over the internet using a web browser. The internet can be a great resource for
shoppers looking to expand their choices of products to buy and an invaluable way for
saving money. In fact, consumers can purchase about anything from companies that
provide variety of products online. Books, clothing, household appliances, toys,
hardware, and software are just some of the hundreds of products consumers can buy
from an online store. Many people choose to conduct shopping online for convenience,
an unbeatable advantage of online selling.
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter discusses the related literature and studies that have been gathered to
be useful in the conceptualization of this study. It is also gives information regarding the
variables involved in the study.
Trend on Online Selling
“In today’s time of internet popularity and globalization, a web page or website is
a dynamic tool in the market for you to both acquire and service your clients. It enables
one to make information easily available about themselves as well as the products and
services they plan to offer. Competition has never been fiercer and it has become
necessary for every company and business to fight tooth and nail for every inch of that
customer share. Online presence has lowered barriers to entry for smaller players and has
provided an instant ‘Global reach at practically zero cost’. Online a presence i.e. a
website that allows you to sell your products or services to visitors paying through their
credit card.” (Hearn, 2012)
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
Chapter 3
RESEARCH METHODOLOGY
This chapter describes the research design, research locale, respondents of the
study, population of the study and sampling design, statistical technique, research
instrument and validation, data gathering procedure and evaluation and scoring.
Research Design
The study aim to determine the best service quality among online sellers.
This study applies the comparative method studies of research as a tool for gathering
data. To attain the objectives of the research, the researchers will conduct survey through
questionnaires and documentary analysis. Also the researchers will disseminate the
questionnaires to the target respondents which were the online consumers.
Research Locale
The study focuses in determining the service quality of online selling as perceived
by the consumers. The respondents are the online consumers of the registered online
sellers in the Philippines. It is to be conducted at Cabuyao City of Laguna, Philippines
during the year 2018.
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
CHAPTER 4
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
This chapter includes the presentation, analysis, and interpretation of data
gathered from the respondents in order to answer specific problems.
Demographic profile of the respondents:
Table 1
Frequency and Percentage Distribution in terms of Age
Age Frequency Percentage Rank
20-30 years old 95 79.17 1
31-40 years old 20 16.67 2
41-50 years old 3 2.50 3
51 years old and above 2 1.67 4
TOTAL 120 100
Table 2 presents the frequency and percentage distribution of the demographic
profile of selected online shoppers in terms of Age: The greater number of respondents
were 95, ages 20-30 years old (79%), there were 20 respondents (16%) ages 32-40 years
old, there were 3 respondents (3%) ages 41-50 years old and there were 2 respondents
(2%) who were 51 years old and above.
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
Chapter 5
SUMMARY OF FINDINGS, CONCLUSIONS AND RA ECOMMENDATIONS
This chapter represented the summary of findings, conclusions and
recommendations of the study entitled “A COMPARATIVE ANALYSIS OF THE
SERVICE QUALITY OF ONLINE SELLING AS PERCEIVED BY THE
CONSUMERS”.
This study was about the comparative analysis of the service quality of online
selling as perceived by the consumers. One hundred twenty (120) respondents of online
consumers, were surveyed and interviewed.
FINDINGS
The summary of findings is based on the results derived in Chapter 4.
1. Demographic Profile of the respondents
1.1 Age
The greater number of respondents were 95, ages 20-30 years old (79%), there
were 20 respondents (16%) ages 32-40 years old, there were 3 respondents (3%)
ages 41-50 years old and there were 2 respondents (2%) who were 51 years old
and above.
1.2 Gender
The greater number of online shopper respondents were 77 (77 or 64%) are
female mostly and the remaining 43 respondents or (43 or 36%) are male.
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
BIBLIOGRAPHY
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
APPENDICES
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
CURRICULUM VITAE
Pamantasan ng Cabuyao
KatapatanSubd. Banay-Banay, Cabuyao, Laguna
COLLEGE OF BUSINESS ADMINISTRATION
A COMPARATIVE ANALYSIS OF THE SERVICE QUALITY OF
ONLINE SELLING AS PERCEIVED BY THE CONSUMERS
Pamantasan ng Cabuyao
College of Business Administration and Accountancy
Coleen Mae P. Esteban
Kimberly Y. Fatal
Mark Jan S. Mariquita
Kristel Kate P. Paz
Vincent D. Sus
Bachelor of Business Administration
Major in Marketing Management
